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酒店房务部全套术语(英文-2).doc
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1、精品文档就在这里-各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-Rooms Division OperationsFRONT OFFICE APPLICATIONS MODULESComputer software designed for specific front uses. Typical front office applications include reservations, rooms, amagement, guest account and general management modules.FRONT OFFICE AUDITSee Nigh
2、t Audit FRONT OFFICE CASH SHE ET A form completed by front office cashiers that lists each receipt or disbursement of cash during a work shift. It is used to reconcile actual cash on hand with the transactions which occurred during the shift.FRONT OFFICE LEDGERSee Guest LedgerFULL HOUSEA condition i
3、n which every room in the hotel has been booked.FULLY AUTOMATEDA computer based system, of front office record keeping that eliminates the eliminates the need for many hand written and machine produced forms common in non and semi auto mated systems.GENERAL MANAGEMENT SOFTWAREA front office computer
4、 application, usually a report generating package that depends on data collected though reservation, rooms management, and guest accounting modules.GOALA definition of the purpose of a department of division that directs the actions of employees and the functions of the department or division toward
5、 the hotels mission GOVERNMENT RATEA special room rate available at some hotels for government employees.GROUP BOOKING PACEThe rate at which group business is being booked.GROUP RATEA special room rate for a number of affiliated guests.GUARANTEED RESERVATIONA reservation that assures the guest that
6、a room will be held until check out time of the day following the day of arrival. The guest guarantees payment for the room, even Page 11 of 32Room Division OperationsIf it is not used, unless the reservation is properly canceled. Types of guaranteed reservations include pre payment, credit card, ad
7、vance deposit, travel agent, and corporate.GUEST ACCOUNTA record of the financial transactions that occur between a guest and the hotel.GUEST ACCOUNTING MANAGEMENT SOFT WARE A front office computer application that maintains guest accounts electronically, eliminating the need for folio cards, folio
8、trays, and posting machines.GUEST CYCLEA division of the flow of business through a hotel that identifies the physical contacts and financial exchange between guest and hotel employees.GUEST FOLIOA form (paper or electronic) used to chart transactions on an account assigned to an individual person o
9、r guestroom.GUEST HISTORY FILEA collection of guest history records, constructed from expired registration cards or created through sophisticate information about departing guests into a guest history database systems, that automatically direct information about departing guests into a guest history
10、 database.GUEST HISTORY RECORDA record of personal and financial information about hotel guests that (1) is relevant to marketing and sales, and (2) can help the hotel serve the guest should he or she return. State law may require retention of certain guest data for some period of time.GUEST LEDGERT
11、he set of accounts for all guests currently registered at the hotel. Also called the front office ledger, transient ledger or rooms ledger.GUEST LEDGER REPORTA report that carries the current account balances of al registered guests, typically prepared as part of the night audit.GUEST SERVICE REPRES
12、RNTATIVESee Front Desk AgentGUESTROOM KEYA key that opens a single guestroom door if it is not double locked. PAGE 12 OF 32Room Division OperationsHANDICAP ROOMA room with special features designed for handicapped guests.HIGH BALANCE ACCOUNTAn account that has reached or exceeded a predetermined cre
13、dit limit. High balance accounts are typically identified by the night auditor. Also called a high risk account.HIGH BALANCE ACCOUNTA report that identifies guests who are approaching an account credit limit. Typically prepared by the night auditor.HIRING PERIOD The time directly after an employment
14、 offer up through the new hires initial adjustments to the job. This period involves all arrangements necessary to prepare the new hire and current staff for a successful working relationship.HORIZONThe future time frame for which a property accepts reservations.HOTELA general term used to describe
15、motels, motor hotels, inns, suite hotels, conference centers, and other operations providing lodging facilities, various services, and conveniences to the traveling public.HOUSE ACCOUNTSee Non Guest AccountHOUSE COUNTThe forecasted or expected number of guests for a particular period, sometimes brok
16、en down into group and non business.HOUSE LIMITA credit limit established by the hotel.HOUSE USE A room status term indicating that the room is being used by someone on the hotel staff at no charge.HOUSEKEEPING STATUSSee Room StatusHOUSEKEEPING STATUS REPORTA report prepared by the housekeeping depa
17、rtment that indicates the current housekeeping status of each room, based on a physical check. Page 13 of 32Room Division OperationsHOUSING/CONVENTION BUREAUA reservations office that coordinates room requirements at several hotels for large conventions.HUBBART FORMULAA bottom up approach to pricing
18、 rooms. On determining the average price per room, this approach considers costs, desired profits, and expected rooms sold.IDEAL AVERAGE RATEA rooms statistic that indicates the point at which rooms are sold at the best rate for the type of guests accommodated by a property.IN BALANCEA term used to
19、describe the state when the totals of debit amounts and credit amounts for a set of account s are equal.INCENTIVE PROGRAMA program offering special recognition and rewards to employees based on their ability to meet certain conditions. These programs vary in structure and design and are a way to awa
20、rd exceptional performance beyond the paycheck.INCENTIVE TRAVELTravel financed by a business as an employee incentive.INCENTIVE TRAVELSee statement of Income.INDEPENDENT HOTELA hotel with no ownership or management affiliation with other properties.INFORMATION DIRECTORYA collection of information ke
21、pt at the front desk for front desk agents to use in responding to guest requests, including simplified maps of the area; taxi and airline company telephone numbers; bank, theater, church, and store locations; and special event schedules.INFORMATION RACKAn alphabetical index of registered guests use
22、d in routing telephone calls, mail, messages and visitor inquiries. The information rack normally consists of aluminum slots designed to hold information rack slips.INEGRATEK SOFTWARESoftware that allows several programs to use the same database. Page 14 of 3Room Division OperationsINTERNAL CONTROLT
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